AccountId: 011433970860
ContactId: 94a8886a-6cf1-497b-a101-e210d6d74e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164020 ms
Total Talk Time (AGENT): 15518 ms
Total Talk Time (CUSTOMER): 21712 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/94a8886a-6cf1-497b-a101-e210d6d74e61_20250620T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I was trying to uh.
[CUSTOMER][NEUTRAL] Get, uh, you know, something on my email about my life insurance.
[AGENT][NEUTRAL] Um, something on your email, uh, do you mean your, um.
[AGENT][NEUTRAL] A copy of the policy or something like that?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am, she was saying that uh you probably be able to uh send me a copy of the policy through my email.
[AGENT][POSITIVE] Yeah, OK, yeah, I can definitely send some information to you. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Going on here.
[CUSTOMER][NEGATIVE] Hey, you better pull over.
[CUSTOMER][NEUTRAL] 717